UMS Business Systems Analyst

Department: Charlotte Water Department Welcome to the City of Charlotte Charlotte is America’s Queen City, opening her arms to a diverse and inclusive community of residents, businesses and visitors alike. Here you will find a safe, family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety, health, and quality of life for all residents. Our guiding principles include:

• Attracting and retaining a skilled and diverse workforce
• Valuing teamwork, openness, accountability, productivity, and employee development
• Providing all customers with courteous, responsive, accessible, and seamless quality services
• Taking initiative to identify, analyze, and solve problems
• Collaborating with stakeholders to make informed decisions SUMMARY The Center for Digital Government has recognized the City of Charlotte as one of the nation’s leading digital cities. The Innovation & Technology (I&T) Department provides executive-level technology leadership, delivers enterprise technology services to City departments and partner agencies, and advances innovative solutions that enhance operational excellence and customer service. Charlotte Water Technology, a division of the I&T Department, provides technology leadership and support for Charlotte Water’s mission-critical business systems that enable the delivery of water, wastewater, and stormwater services to the community. The Business Analyst (BA) serves as a functional and technical expert on the Utility Management Systems (UMS) team, supporting a portfolio of enterprise applications including the Hansen Banner Customer Information System (CIS), customer self-service portal, Itron Field Collection System, Hitachi Service Suite Mobile Workforce Management, and related utility applications. This BA partners closely with business stakeholders, technical teams, vendors, and project leaders to analyze business needs, improve business processes, support enterprise applications, and deliver technology solutions that enhance operational efficiency and customer service. The Business Analyst is responsible for requirements gathering, business process analysis, application support, data analysis, testing, documentation, and continuous improvement efforts throughout the software development lifecycle (SDLC). The role also serves as a liaison between business and technical teams, ensuring that business requirements are translated into effective technology solutions while maintaining the reliability and performance of mission-critical utility systems. The salary for this position is $87,027 - $96,696 commensurate with experience.

Major Duties and

RESPONSIBILITIES:

• Provide functional and technical support for mission-critical enterprise applications at multiple Charlotte Water facilities.
• Conduct system problem analysis and resolution at local and remote locations. Research, document, and coordinate problem resolution with internal technical teams, vendors, and external support partners.
• Partner with business stakeholders to elicit, analyze, document, validate, and prioritize business and technical requirements.
• Analyze existing business processes and identify opportunities to improve efficiency, automation, and customer service through technology solutions.
• Document business processes, workflow diagrams, user stories, use cases, functional requirements, and solution documentation.
• Build and maintain a comprehensive understanding of utility business processes, system functionality, and supporting technologies.
• Write and optimize Oracle SQL (joins, filters, aggregations; PL/SQL) to build datasets for SSRS and PowerBI, support ad‑hoc analysis, and validate data across business systems.
• Create custom report and dashboard specifications and develop reporting solutions.
• Conduct impact assessments for proposed system changes and work with stakeholders to arrive at an agreed solution.
• Active support system enhancements, software upgrades, configuration changes, deployments, and production releases.
• Analyze system integrations, application interfaces, and data flows to support business operations and technology initiatives.
• Develop, execute, and coordinate User Acceptance Testing (UAT), including test plans, test scripts, defect tracking, and validation of business requirements.
• Develop user guides, standard operating procedures, training materials, and other technical documentation.
• Support Agile project activities including regular stand-ups, backlog refinement, sprint planning, requirements clarification, and solution validation.
• Perform related duties as assigned. KNOWLEDGE, SKILLS & ABILITIES: Knowledge of:
• Business analysis techniques and best practices.
• Agile system development processes.
• Business process analysis, process improvement, and requirements management.
• Relational database concepts, data mapping, APIs, web services, and interface technologies.
• Software testing methodologies, including User Acceptance Testing.
• Information technology standards, best practices, and terminology.
• Customer service principles. Skilled in:
• Business process analysis and business requirements elicitation.
• Writing functional requirements, user stories, use cases, and acceptance criteria.
• Authoring Oracle SQL statements for business analysis and data validation; ability to build complex joins, sub-queries, and unions.
• Developing SQL queries for data validation, analysis, troubleshooting, and reporting.
• Business process modeling using Microsoft Visio, Lucidchart, or similar tools.
• Writing and executing structured test plans, test scripts, and documenting test results.
• Interpreting business, functional, and technical requirements for real-time and batch interfaces.
• Working with enterprise application integrations and data interfaces.
• Utilizing Azure DevOps, Jira, or similar work management tools.
• Developing reports and dashboards using Power BI, SSRS or similar reporting tools.
• Communicating effectively with technical and non-technical audiences.
• Delivering exceptional customer service while supporting users with varying levels of technical expertise.
• Organization, analytical thinking, problem solving, and time management. Ability to:
• Translate business needs into clear, actionable functional and technical requirements.
• Analyze complex business problems and recommend practical technology solutions.
• Understand technical design specifications and evaluate proposed system solutions.
• Communicate technical concepts effectively to users, leadership, vendors, and technical staff.
• Support organizational goals through continuous process improvement and innovation.

Preferred Qualification

S:

• Bachelor’s degree in Information Technology, Information Systems, Computer Science, or a related field.
• Experience supporting utility, municipal government, or public sector technologies.
• Experience with Customer Information Systems (CIS), Mobile Workforce Management, Enterprise Asset Management (EAM), GIS, or related enterprise utility applications.
• Scripting for customizations, automations, and data tasks (PL/SQL and Python).
• Experience supporting enterprise system integrations, APIs, and data interfaces.
• Experience using Azure DevOps, Jira, or similar Agile project management tools.
• Experience developing reports and dashboards using Microsoft Power BI or similar business intelligence platforms.
• Demonstrated hands-on experience with applied AI tools such as Microsoft Copilot, ChatGPT or comparable platforms, along with practical user of generative AI to design and implement workflow automations. MINIMUM QUALIFICATIONS:
• High school diploma or GED and three (3) of progressive experience in business analysis, systems analysis, application support, or information technology supporting mission-critical enterprise applications; OR
• Associate